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Salary: GBP 45,000 - 0 / annual
Healthtech-1 is building the front door of UK healthcare, creating transparent and instantly bookable NHS appointments powered by AI. The company operates from within a working GP practice in East London and is backed by Y Combinator, Innovate UK, and the NHS Clinical Entrepreneur Programme. Today, 26% of GP practices in England use their patient registration software, and one in five GP practices in London use Bookable.
This Special Projects Associate role sits at the centre of product adoption, customer growth, and operational execution. You will own the most critical stage of the customer journey, turning early traction into long-term success.
Key responsibilities include:
**Customer Onboarding & Adoption:** Own onboarding for new customers from initial activation through successful adoption. Lead consultative onboarding calls via video and phone focused on customer outcomes. Drive early engagement and ensure active platform usage. Demonstrate measurable ROI within the first 90 days through improved workflows and customer outcomes. Act as the primary point of contact during the early customer lifecycle and tailor onboarding approaches based on customer needs.
**Product Launch & Growth:** Drive successful rollout and scaling of new flagship products. Identify upsell opportunities across existing customers and contribute to wider growth targets. Manage early adopter customers to ensure strong activation and retention. Troubleshoot customer issues in real-time to create smooth launch experiences.
**Product Operations & Process Building:** Build and refine onboarding, support, and operational processes from scratch. Use AI tools and automation to improve onboarding, tracking, and internal workflows. Create scalable playbooks and documentation for future product rollouts. Track customer usage, feature adoption, and rollout performance.
**Customer Insights & Cross-Functional Collaboration:** Gather structured and unstructured customer feedback. Translate customer insights into actionable product and operational improvements. Work closely with Product, Engineering, Sales, and Account Management teams. Identify recurring issues, feature gaps, and optimization opportunities.
Success in the first three months means delivering upsell targets with strong early adopter activation, creating a clear repeatable onboarding playbook, earning product and engineering trust as the voice of the customer, and establishing positive retention and usage metrics.
The company operates in 8-week growth cycles: 1 week for research and strategy, 7 weeks for execution. The office is within a GP practice, providing direct insight into how work affects real patients. The team is highly collaborative and autonomous, with homemade breakfast and lunch provided daily in the office.
**Requirements:**
- 1+ years experience in a customer-facing, operational, commercial, or startup environment
- Excellent communication skills with confidence running calls and building rapport quickly
- Commercially minded with ability to connect product usage to customer value and outcomes
- Highly organized and comfortable managing multiple customers and priorities simultaneously
- Energized by fast-paced environments and excited by solving problems
- Proactive, adaptable, and willing to operate as a generalist where needed
- Interested in AI, operational efficiency, and helping build scalable systems
- Ambitious and motivated to grow quickly within Customer Success, Operations, or Growth
- Passionate about improving healthcare through technology
